Contact centres in public service organisations are being asked to meet a growing range of demands, among them – improving customer outcomes, responding to regulatory change, transforming ageing systems, making better use of data and technology and supporting colleagues dealing with increasingly complex interactions.
Added to this, as technology makes information easier to access and customers themselves become better informed, the role of the frontline is changing. Judgement, empathy, communication and problem-solving are becoming increasingly important, while leaders are also reconsidering traditional measures of performance and exploring how AI can create capacity rather than simply reduce costs.
To explore these challenges, senior contact centre and customer experience leaders from across housing, healthcare and government came together at the House of Lords to discuss how complexity is reshaping public services and what leaders can do to build more effective, resilient and future-ready operations.
Click below to read the report summarising their discussions.
About the Leadership Series
The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business
